Data Center Customer Operations III - Dallas, TX

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Equinix is the worlds digital infrastructure company operating over 260 data centersacross the globe. Digital leaders harness Equinixs trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places partners and possibilities to scale with agility speed the launch of digital services deliver world-class experiences and multiply their value while supporting their sustainability goals.



Joining our operations team means that you will be at the forefront of all we do maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. We embrace diversity in thought and contribution and are committed to providingan equitable work environment that is foundational to our core values as a company and is vital to our success.

Job Summary

Applies acquired job skills to work on tasks that are semi-routine in nature. Focus is on semi-routine tasks within standard operating procedures. Supports the overall team.


Responsibilities

Queue Management / Reporting

Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times

Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standard procedure escalation requests

Ensures adherence to commit times within standard operating procedures

Maintains detailed written records of all work activity

Updates local asset databases and other systems

Installations

Rack and stack semi-routine customer equipment tickets

Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs which may include: fiber trays ladder racks customer equipment and cabinets; semi-basic cage installs for mesh and overhead cable trays; and performs tape changes and standard operating back-up changes

Cross-Connect

Supports semi-routine datacenter standard operating cross-connect work order requests (installs terminations modifications and testing)

Ensures the standard operating procedures are followed on cable management of: coax fiber twisted pair copper and semi-routine intra-building cross connects

Learns to install across connect circuits (switched multiplexed etc.) under supervision

Testing / Troubleshooting

Supports semi-routine standard operating testing and standard operating installations of customer assets

Supports standard operating procedures of layer 1 cross-connect certification testing

May learn non-standard operating testing such as: layer 2 and layer 3 testing under supervision

Stakeholder Partnership

Supports the operations and security personnel team for breaks or other activities when necessary

Supports standard operating procedural tasks provides back-up assistance to team members when necessary

Customer Management

Supports customer satisfaction with timely adherence to following semi-routine execution order requirements

Delivers a high level of service and an excellent customer experience when interfacing with customers

Provides support with time expectations on new deployments and existing alterations by following standard operating procedure guidelines

Supports customers on-site by through access control and escorting services

Projects

Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures then works under supervision

Supports vendors on projects

Supports physical customer audits

Training

Completes all assigned training in a timely manner

May provide support to new hires
Additional Qualifications/Responsibilities
Qualifications

Typically requires a high school diploma and 1-2 years of equivalent work experience